Returns & refunds

Return policy

You can return your items to us as a return without giving any reason – provided that the items are unworn and resalable by us without loss of value.

The return is free of charge within Germany with the enclosed DHL return label (orders with only sale items excluded). If you can not find the return label, please contact our customer service - we will be happy to send you the label by email. You can drop off your parcel at DHL parcel shops or packing stations. For packages sent freight collect, we reserve the right to deduct the costs incurred from the refund.

Please note that we do not cover the shipping costs for returns from countries other than Germany and for orders with sale or promotion items only.

Please send your return to the following address:

Brand Masters GmbH / Thea Mika
Gewerbepark-Süd, Halle 7c
Hofstr. 64
40723 Hilden
Germany

Exchange

If you would like to make an exchange for a different size or colour, we must ask you to place a new order for organisational reasons. Please note that the availability of goods is limited and an item may be out of stock in the meantime.

Has my return arrived?

After receiving your return, we first check which items have been returned and only then confirm receipt of the return by email. Therefore, it may happen that the tracking shows that the return has arrived, but you have not yet received a confirmation email. The processing time of a return can take up to 14 days.

Refund

After receiving your return, we first check which items have been returned and only then confirm receipt of the return by email. Your return will always be refunded according to the payment method you chose when placing your order. Please note your complete bank account details on the return slip for orders with payment in advance, cash on delivery or instant transfer, so that the refund can be made via your bank account.
Please note that returns will be arranged within 7 working days of receipt of a return.

Complaint

We always do our best. Nevertheless, it can happen in exceptional cases that you receive a defective item.
If you discover a defect, please contact our customer service. We are there for you personally, check your complaint and try to find a solution together with you. Of course, you can always make use of your right of return and send the item back to us (from Germany) free of charge using the enclosed DHL return label. A short description of the defect on the return label makes our work easier and speeds up the process.

Right of withdrawal

Here you will find all information about your right of withdrawal.